ITIL - CSI Overview


Continuous Service Improvement (CSI) deals with measures to be taken to improve the quality of services by learning from past successes and failures. Its purpose is to align and realign IT Services to the changing needs by identifying and implementing improvements to the changing business needs.


The several objectives of Continual Service Improvement are as follows −

  • Review and analyze improvement opportunities in each lifecycle phase.

  • Review and analyze Service Level achievement results.

  • Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction.

  • Identify and implement individual activities to improve IT service quality.

  • Ensures applicable quality management methods are used to support continual improvement activities

Activities Supporting CSI

The activities that support CSI do not happen automatically and thus required to be owned within IT organization which is capable of handling the responsibilities and processes the appropriate authority to make things happen. Here are the activities supporting Continual Service Improvement.

Activities Supporting CSI

CSI Process Model

The steps involved in CSI are self-explanatory as described in the following diagram −

CSI Process Model

Perspectives of Benefits

Here are the four perspectives of benefits that are taken into consideration while discussing outcomes of CSI −


This is comparison of result of current state of service to previous.


It is the gain achieved through realization of improvements.

Return on Investment

It is the difference between benefits and amount expanded to achieve that benefit.

Value on Investment

It is the extra value created by establishment of benefits that include non-monetary or long-term outcomes.